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Support Lead/Manager

San Mateo, CA | Engineering

Job Description

Your Opportunity

We’re planning to make our universe-shattering product generally available soon.

As the first Support hire, you will be a leader responsible for the end-to-end Support experience and instilling a culture of highly responsive, educated and prepared teamwork. You’ll start out as a one person team, reporting to the VP of Engineering, and leading the charge through your hands-on efforts. During that time you’ll also be laying the structural foundation for the larger team to come.

About You

You are an interesting combination of start-up boot-strapper crossed with caring, polished communicator, raised in a petri dish of tech-geek, honed with solid Business Intelligence (BI) or Data Warehouse (DW) experience. The type of person who can become an expert in our space, and on our product, in a short amount of time. You will become the go-to, expert user of our product.

You have the demonstrable ability to understand, solve and/or escalate technical issues efficiently and appropriately in short order, in a fast-paced environment. You also know how to proactively get help to solve an issue before it becomes a crisis. You’ve worked with sophisticated/demanding enterprise customers, and you have an innate sense of how to manage expectations and inspire confidence.

You may have built support teams that provide flawless care for customers; still, you enjoy taking customer calls and solving issues yourself. You have experience with the usual support and phone systems and know what we should choose to provide optimum support. You hold a BA or BS in a technical discipline, and/or have at least five (5) years experience in a tech support role.

The Role

You’ll serve as an intelligent, responsive, proactive bridge between our customers and our engineering organization, ensuring customer happiness while giving our dev team the bandwidth they need to continue making our product ever-more awesome. As part of this role, you’ll manage cases and escalations as well as build support projects and processes.

Importantly, you will help make our customers our fans, providing customer satisfaction by your stellar high-touch engagement through issue resolution.

Understanding trends and patterns is important, and to this end you will deliver regular reports regarding product performance. Additionally, you will be our customer advocate and define ways to continually add value to the customer experience as well as manage key processes including FAQs, case reviews, and customer feedback analysis.

As the organization grows, there will be additional responsibilities, including but not limited to possibly serving as a manager, mentor, knowledge resource, and escalation point for Support employees.